So, you were hired to become the next QA Specialist in your call center. The only thing you know about the job is that you listen to calls day in and day out. Is it really that simple? Nope, that is just the basic core of being part of the QA team. So, here is a list of topics that you should ask your supervisor to teach you.
Basics of Monitoring
Here you will learn how to “objectively” listen to calls on a daily basis. Train your ear to listen based on the quality form. You also need to listen to verbal and non-verbal cues. Be mindful of possible alerts. Practice more so that you don’t need to listen to the call more than 5 times to finish an evaluation.
Call Calibration
Learn to manage calibration sessions with colleagues and clients. This is a venue to start clarifying and increase the effectiveness of scoring using the quality form. It also includes variance reporting.
Recording and Evaluation System
Know the different systems in the industry, its features and applying it to get the job done.
Development of the Quality Form
This is where you learn how to create a form from scratch and ensuring customer satisfaction is included.
Coaching
Communicating with the agents and building a relationship with their supervisors as well is critical to improvement of agent performance.
In time, you will be ready to go on to the next level and learn more about customer satisfaction surveys, data analysis and quality management systems.
A QA specialist you also does some of the following:
* Participates in design of call monitoring formats and quality standards.
* Performs call monitoring and provides trend data to site management team.
* Uses quality monitoring data management system to compile and track performance at team and individual level.
* Monitors email customer contacts.
* Participates in customer and client listening programs to identify customer needs and expectations.
* Provides actionable data to various internal support groups as needed.
* Coordinates and facilitates call calibration sessions for call center staff.
* Provides feedback to call center team leaders and managers.
* Prepares and analyzes internal and external quality reports for management staff review.
Posted by: Mary | October 27, 2006 4:31 AM | Permalink to Comment